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Click here or scroll down to respond to this candidateCandidate's Name
Fort Lee, NJ Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional SummaryVersatile Application Support Analyst with over two decades at SmartStream Technologies, having expertise in TLM Recon and software installation alongside exceptional problem-solving abilities. Orchestrated crucial Quality Assurance and customer support, leveraging Oracle and analytical skills to elevate client satisfaction and streamline processes. Fluent in Spanish, exceling in customer-facing roles and technical troubleshooting.ExperienceApplication Support Analyst, 02/2000 - 04/2024SmartStream Technologies - New YorkSpecialized in TLM (Transaction Lifecycle Management) Recon, TLM Recs Premium, Treasury Confirmation Management, TLM OnDemand (MSP) Managed Services Product, Aurora/Corona, and SSR Cash Reconciliation, FX, and Securities Equities and Holdings Reconciliation application support.Installed TLM Control, Matching Engines, Apache based Service Mix modules.Replicated various issues experienced at client sites internally and submitted the details to the Development team for bug fixes as well as hotfixes and performed Quality Assurance before delivering them to the customer.Installed WebSphere, WebLogic and JBoss Middleware components for internal environments.Reviewed various Java based log files in order to interpret the cause of a problem.Conducted WebEx meetings with clients for high-priority incidents.Provided 2nd level customer support for production and development environments, troubleshooting both SWIFT and Internal format file message types.Managed support issues on Microsoft CRM and ITSM problem management system, ensuring timely resolution and customer updates.Contributed to process efficiencies and documentation of common support issues.Participated in the implementation phase of the Software Development Lifecycle for Corona CS and conducted training sessions for clients in English and Spanish.Managed Oracle, MSSQL Server, and DB2 databases, writing SQL scripts for information retrievalAdministered Lotus Notes system and provided internal staff support on Windows platform.Maintained an updated knowledge base of common technical issues and their resolutions for quick reference purposes.Demonstrated mastery of complex software applications by identifying problems and quickly developing solutions.Provided application support to end-users and troubleshot technical issues related to software applications.Documented all processes related to application support, including problem resolution steps and installation instructions.Technical Client Support Analyst, 06/1998 - 02/2000Management Data - New York, New YorkSupported Management Data's flagship product Corona CS, serving clients including Bank of America and Credit Suisse First Boston.Managed SWIFT's legacy back-office Cash Account Reconciliation software for banking clients across North and South America, reducing support tickets by 25%.Provided hardware support for internal sales team, ensuring seamless operations.EducationBachelor of Business Administration: Computer Information SystemsBaruch CollegeSkillsDatabases: Oracle, MSSQL, IBM DB2, SybaseOperating Systems: Red Hat Linux, Unix (HP-UX, IBM-AIX, Sun Solaris), Windows 11, Command line and Linux Shell proficientProgramming Languages: Transact SQL, HTML, C++Languages: Proficient in SpanishOperating SystemsTicket ManagementPerformance TuningSoftware InstallationUser TrainingIncident ManagementTechnical TroubleshootingQuality AssuranceCustomer SupportProblem SolvingUAT supportCustomer-facing presentation skillsTraining documentation developmentProblem-solving abilitiesProfessionalismMicrosoft OfficeMicrosoft Dynamics CRMDHCP/DNSSQL Server Management Studio ((SSMS)VMWareAnalytical SkillsMS ExcelITSMTCP-IPToadOracle Virtual BoxCertificationsMicrosoft Certified ProfessionalReferencesReferences available upon requestLanguagesSpanishFluent |
